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A CEO Who Listens — Steve Jobs and the iPhone
Sep 6
I griped a bunch yesterday when Apple announced they were dropping the price of the iPhone by $200. I got my iPhone during the first land rush, and have had it for nine weeks. Too bad, so sad for me. No price protection coverage on my $599 purchase. But wait.
Steve Jobs listened to customers. And did what a real leader does — he made a business decision. Everyone who bought an iPhone and isn’t covered by a price protection plan is getting a $100 gift certificate to use at an Apple store. Apple fanboys call Steve Jobs “Uncle Steve” because he’s always turning up with cool presents. This one is more than a present — it shows that he listens to what customers say and makes hard business decisions. Fast.
Isn’t that what we all want from a leaders and managers? To listen. Make firm decisions. Have guts.
Do we have the guts to say these kinds of things to managers during their HR training? If so, Steve Jobs’ iPhone decision could be a great case study. WWSD?
Technorati Tags: Steve Jobs, Apple, iPhone, CEO, management
About the Author
Frank Roche
Frank started IFRACTAL over 7 years ago with Sarah Chambers. Together, they've created HR communications and HR software for some of the world's leading companies. Frank is also studying Flamenco guitar and origami.
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It is a nice offer by Jobs. However, being ina glass half empty mood today makes me wonder why he did not anticipate anger from presumably his best, most hard core customers and why he only split the difference on their financial loss.
Rick, I may be still caught in what they call the Steve Jobs Reality Distortion Field. You were the first to bring it to my attention…maybe this was all planned. Okay, I’m a sucker. But I still admire they PR initiative. I bit. And isn’t that what we want…that we get “listened to” even if it’s not really listening? (Politicians have this down in spades.)
I was partialy wrong. I just read an article in the WSJ and they are giving credits for the full difference. My apology to Steve Jobs.
I still think he should have anticipated the angry mob.
I agree with you Frank. Once they saw the error of their ways they moved quickly and decisively.
Frank, Steve has Apple on the move because he does listen to customers! I had not known about the gift certificate. That was a classy move.
Robyn, I think that whole design aesthetic is about listening. I’m in the fanboy camp, so my judgment is a little skewed. But I do think it was the right thing to do, and there are not that many CEOs who will make a decision like that. It could be a $50 milion bottom line decision. And that takes guts.
Rick, there’s ample room for high antenna alert on this.It’s interesting to watch it play out.